Shipping policy
Last updated: 4 October 2026
Thank you for shopping with PhraseLoom. This Shipping Policy explains where we deliver, available shipping options, estimated delivery times, tracking, customs charges, and what to do if a shipment is delayed, lost, damaged, or delivered incorrectly.
Delivery Destinations
We currently deliver to supported addresses in:
- European countries;
- The United States;
- Canada; and
- The United Kingdom.
Delivery availability is confirmed at checkout. Certain products may be unavailable in some countries or regions because of carrier, supplier, safety, electrical-standard, customs, or legal restrictions.
Shipping Options and Prices
- Standard shipping: Free for eligible orders to supported destinations.
- Insured delivery: Available for an additional β¬9.99 where offered at checkout.
The optional insured-delivery service provides additional carrier protection for eligible loss or damage in transit, subject to the coverage information shown at checkout. It does not replace, restrict, or reduce any mandatory consumer rights or PhraseLoomβs legal responsibility for goods before delivery.
Estimated Delivery Time
Our usual estimated delivery time is 8β10 business days. Business days exclude Saturdays, Sundays, and public holidays in the origin or destination country.
Any delivery date is an estimate unless we expressly agree to a guaranteed date. Delivery times may vary according to the product, destination, stock location, carrier capacity, customs processing, severe weather, public holidays, or other circumstances outside our reasonable control.
If a product has a different delivery estimate, that estimate will be displayed on the product page, at checkout, or in the order confirmation. Where mandatory law establishes a delivery deadline, that deadline continues to apply.
Order Processing
Orders are reviewed and prepared for fulfillment after payment authorization. Orders containing multiple products may be processed or shipped separately. You will not be charged additional standard-shipping fees solely because we divide an order into multiple shipments.
Orders placed during weekends or public holidays may begin processing on the next business day. We may contact you if we require additional information to verify payment, confirm an address, or fulfill an order safely.
Fulfillment Partners
Orders may be dispatched by PhraseLoom, our product suppliers, logistics providers, or Amazon fulfillment services. Amazon fulfillment may be used for selected products or destinations to provide faster delivery.
These businesses act as fulfillment or delivery providers. Your purchase contract remains with PhraseLoom, and you should contact PhraseLoomβnot the supplier or Amazonβif you need help with an order.
Order Tracking
Tracking information is provided for all orders once it becomes available. You may receive the tracking number by email or through your order-status page.
Tracking may take several business days to display its first carrier scan after dispatch. If tracking has not updated for an unusually long period, contact us at contact@phraseloom.shop .
Delivery Address
You are responsible for providing a complete and accurate name, delivery address, postal code, and contact information. Review these details carefully before submitting your order.
If you notice an error, contact us immediately. We will try to update the address, but changes cannot be guaranteed after processing or dispatch has started. We are not responsible for delays caused by incorrect or incomplete information supplied by the customer. This does not affect responsibility for an error caused by PhraseLoom.
Address Restrictions
Some products or carriers may not support delivery to PO boxes, parcel lockers, military addresses, remote territories, or forwarding services. If we cannot deliver to the address provided, we will contact you to request another eligible address or cancel and refund the affected order.
Customs, Import VAT, and Duties
International shipments may be subject to import VAT, customs duties, brokerage charges, or other fees imposed by the destination country. Where these charges are collected at checkout, they will be displayed before you place the order.
If charges are not collected at checkout, the recipient may be responsible for paying them directly to the carrier or local authority, where permitted by applicable law. Customs requirements and processing times are controlled by the destination authorities and may cause delays.
We will provide required shipment information accurately. We will not intentionally declare a false value or describe an order as a gift to avoid lawful charges.
Split Shipments
Products in the same order may arrive in separate packages and on different dates because they may be stored or fulfilled from different locations. Each available package will receive its own tracking information where supported.
Delivery and Risk of Loss
For consumer orders, responsibility for accidental loss or damage generally remains with PhraseLoom until you, or a person you nominate other than the carrier, physically receives the goods, except where applicable law provides otherwise.
If you independently arrange a carrier that we did not offer, different risk-transfer rules may apply under applicable law.
Delayed Shipments
If an order has not arrived within its estimated delivery period, first check the tracking information and any carrier notifications. Then contact us with your order number so we can investigate.
A delay does not automatically mean that a shipment is lost. We may ask the carrier to complete an investigation before offering the remedy required by applicable law.
If we cannot deliver within a mandatory deadline or an additional reasonable period you provide where required, you may have the right to cancel the affected order and receive a refund.
Lost Shipments
If tracking shows no delivery and the carrier confirms that the shipment is lost, contact us at contact@phraseloom.shop . After reviewing the order and carrier information, we will provide the remedy required by applicable law, which may include a replacement or refund.
Customers do not need to purchase the optional insured-delivery service to retain mandatory rights concerning goods lost before delivery.
Damaged Shipments
Inspect the package and product as soon as reasonably possible after delivery. If a product arrives damaged, keep the product, packaging, shipping label, and all included materials.
Email contact@phraseloom.shop with your order number, a description of the damage, and clear photographs or video of the product and packaging. We will assess the issue and provide an appropriate remedy in accordance with applicable law.
Packages Marked Delivered but Not Received
If tracking shows βdeliveredβ but you cannot locate the package:
- Check the delivery location, mailbox, building reception, safe place, and surrounding area.
- Ask household members or neighbors whether they accepted it.
- Check for a carrier delivery notice.
- Contact us promptly if the package remains missing.
We will review the tracking and may open a carrier investigation. We may request written confirmation of non-receipt where reasonably necessary.
Failed Delivery and Unclaimed Packages
If delivery fails because of an incorrect address, repeated unsuccessful delivery attempts, refusal without a valid legal basis, or failure to collect the package, it may be returned to the sender or fulfillment location.
We will contact you after receiving notice of the return. Where permitted by law, reasonable costs caused by incorrect customer-provided information or an unclaimed shipment may be deducted from a refund or charged before reshipment. Mandatory consumer rights remain unaffected.
Order Changes and Cancellations
Contact us as soon as possible if you wish to change or cancel an order. We cannot guarantee a change or cancellation after fulfillment has begun.
If the order has already shipped, follow our Return and Refund Policy. Statutory cancellation rights remain unaffected.
Returns
Do not return an order to the sender address printed on the parcel unless we expressly instruct you to do so. To request a return and receive the correct return address, contact contact@phraseloom.shop .
Return conditions, customer-paid return shipping, tracking requirements, and refund processing are explained in our Return and Refund Policy.
Contact Us
PhraseLoom
Salbker StraΓe 8
39120 Magdeburg, Germany
Email: contact@phraseloom.shop
Customer support: Daily, 09:00β19:00 German local time